Email Rules & Macros

Email Rules

Email rules let you automatically handle incoming emails before they reach Ensoras. Use rules to filter out spam, auto-close known patterns, or ignore irrelevant emails.

Navigate to Help Desk > Email Rules in your project sidebar.

Creating an Email Rule

Click New Email Rule
Enter a Rule Name (e.g., "Ignore Marketing Emails")
Set a Priority (lower number = higher priority, default: 100)
Optionally add a Description
Select the Rule Type
Enter the Pattern to match
Select the Action to take
Toggle Active on
Save

Rule Types

Type	What It Matches	Pattern Example
Specific Email Address	Exact sender email	`[email protected]`
Email Domain	All emails from a domain	`marketing.com`
Subject Keyword	Keywords in the email subject	`unsubscribe`

Actions

Action	What It Does
Ignore (Don't Create Ticket)	Silently skips the email without creating a ticket
Auto-Close Ticket	Creates a ticket but immediately closes it
Delete Email	Deletes the email without any record

Priority

Rules are evaluated in priority order (lower number = higher priority). If multiple rules match an email, the highest priority rule wins.

Example Rules

Ignore automated notifications:

Type: Email Domain
Pattern: notifications.example.com
Action: Ignore

Auto-close out-of-office replies:

Type: Subject Keyword
Pattern: out of office
Action: Auto-Close Ticket

Block a specific sender:

Type: Specific Email Address
Pattern: [email protected]
Action: Delete Email

Macros

Macros are pre-written response templates that Ensoras uses when incoming emails match specific patterns. They provide fast, consistent responses to common email topics.

Navigate to Help Desk > Macros in your project sidebar.

Creating a Macro

Click New Macro
Enter a Macro Name (e.g., "Return Policy Response")
Set a Priority (lower number = higher priority, default: 100)
Optionally add a Description
Select the Trigger Type
Enter the Trigger Keyword/Pattern
Write the Template response
Toggle Active on
Save

Trigger Types

Type	What It Checks
Subject Contains Keyword	Checks the email subject line
Body Contains Keyword	Checks the email body
Subject or Body Contains Keyword	Checks both subject and body

Template Variables

Use these variables in your template to personalize responses:

Variable	Value
`{{name}}`	Customer's name
`{{email}}`	Customer's email address
`{{subject}}`	Email subject line
`{{company_name}}`	Your project/company name
`{{support_email}}`	Your support email address

Example Macro

Name: Return Policy Response
Trigger Type: Subject or Body Contains Keyword
Pattern: return policy
Template:

Hi {{name}},
Thank you for reaching out about our return policy.
We offer a 30-day return policy on all products. Items must be in
their original condition with all packaging included. To start a
return, please reply to this email with your order number.
If you have any other questions, we are happy to help.
Best regards,
{{company_name}} Support